Nach Core Agent 2.20.4 update wird Word nach öffnen eines Sharepoint Dokuments nicht mehr geschlossen bleibt als Hintergrundtask offen

Nach dem Core Agent 2.20.4 Update wird Word nicht mehr geschlossen nachdem man ein Sharepoint Dokument öffnet Word bleibt als Hintergrundtask laufen, nach Deinstallation von Sophos Entpoint funktioniert alles normal nach erneuter Installation von Entpoint selbes Problem. Man öffnet ein Sharepoint Dokument oder erstellt ein Dokument speichert dieses schließt Word, Word bleibt im Task Manager geöffnet als Hintergrundtask und es wird eine neue Word Instanz gestartet und das jedes mal.

  • Hi,

    Thank you for reaching us; related to this MS word issue, can you confirm if you're getting any error notifications on your endpoint? Was there some detection like PUA etc being observed for the said application? Have you also tried applying basic troubleshooting by manually toggling each Sophos component? If not? You can refer to this documentation for the steps. 

    Glenn ArchieSeñas (GlennSen)
    Global Community Support Engineer | Global Community and Digital Customer Support
    Connect, Engage, Earn Rewards - Join the Sophos Community
  • Hi,

    No I don't get an error  message in sophos or in windows, Word won't close.

    All features of Sophos have been disabled, same Symptome, I rooled out via Sophos Central manage Entpoint Software Protection No Protection [Remove any current protection] without success. Only after i uninstalling Sophos EP Word will close properly again.

    I have two larger customers with Sharepoint both have the same problem for 1 week.

    I install a new Virtuell W10 machine everything is fine, when i install sophos ep word don’t close again.

  • Thank you for sharing this, Would you be able to raise a support case for this and collect procmon logs on one test system to see as to why word having a problem.  Re-create the issue and collect Procmon logs and SDU logs. Share the case ID with us for us to further check the issue.

    Glenn ArchieSeñas (GlennSen)
    Global Community Support Engineer | Global Community and Digital Customer Support
    Connect, Engage, Earn Rewards - Join the Sophos Community
  • The problem has been solved with the Core Agent Update 2.2.40.1 everything works again.

  • Thank you for your confirmation about this Slight smile

    Glenn ArchieSeñas (GlennSen)
    Global Community Support Engineer | Global Community and Digital Customer Support
    Connect, Engage, Earn Rewards - Join the Sophos Community